SmarterTrack 12.x Help

Brands

A brand is the top level of the SmarterTrack help desk. For smaller companies, the brand is just another name for the company itself so there may only be one brand in SmarterTrack. However, companies with different divisions may want to use SmarterTrack to manage all company communications, separately, for all divisions. In addition, some companies have different brands that specialize in specific products and/or clientele. SmarterTrack can accommodate all of these scenarios by allowing companies to set up separate brands without having to install multiple different instances of SmarterTrack.

The TRUE benefit of Brands, however, is in Employee management. Utilizing a multi-Brand configuration in SmarterTrack allows a company or business to support all of their Brands using a single Agent base. That means that a single Agent can handle sales or support (or billing...or customer service...) requests from multiple Brands at the same time. This allows a company to maximize their coverage while minimizing the need to hire Agents specific to one Brand. Agents can work with customers in each brand separately, and customers of each brand have access to customized and brand-specific web portals.

Features that support branding include tickets, live chats, knowledge base articles, news items and the portal interface, as well as department and group creation. That means that each brand can have its own set of departments and groups, and agents within those brand-specific departments and groups.

To access this section, click the Settings icon. Then expand the Manage folder and click Brands in the navigation pane. Any brands associated to your company will load in the content pane.

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple brands. Brands must be selected before choosing an action from the toolbar.
  • Brand Name - The name of the brand.
  • Host Header - The host header to which a brand is assigned.

The following options are available from the content pane toolbar:

  • New - Creates a new brand.
  • Edit - Allows the administrator to make changes to a brand's settings.
  • Delete - Permanently deletes the selected brand(s).

To add a new brand, click New in the content pane toolbar. A modal window will display fields for the Brand Name and Host Header. Once saved, the additional brand settings will appear in the content pane. To view the settings for a specific brand, simply double-click the brand. The brand settings will load in the content pane and the following tabs will be available:

Options

Use this tab to edit the following settings:

  • Brand Name - The name of the brand. This can be a company name, a product name, etc.
  • Company Website - The URL to the primary website for the brand.
  • Host Headers - Host headers allow a Web server to host more than one website domain over a single IP address. In SmarterTrack, the host header will be used to identify which brand is displayed in the portal. For those using self-installed SmarterTrack, please see the KB article Create Host Headers for Use with Brands. For those using the hosted SmarterTrack helpdesk, please see Point Your Own Domain Name at your Hosted SmarterTrack Helpdesk. Note: Host headers cannot be edited after the brand is created.
  • SMTP Account - SmarterTrack does not utilize an internal SMTP server to send emails messages. Use this drop down to select the mail settings for brand-level notifications (e.g., any one of the email templates). Note: The options available in the dropdown list are based on the SMTP Accounts configured in the Email settings in the Configuration folder. To create a new SMTP account for your Brand, click Add SMTP Account. A modal window will display the following options:
    • Server - The outgoing SMTP server name.
    • Email Address - The email address from which brand messages are sent.
    • Display Name - The name used to identify the mail server. This field is optional but recommended.
    • Encryption - Select the level of security used for sending emails: None, SSL, or TLS.
    • Server Port - The port used to connect to the SMTP Server. By default, the SMTP Server port is 25. Note: If SSL or TLS is used, this port will need to change to match the security setting.
    • SMTP Auth Username - The identifier used to authenticate with the SMTP server. This field is optional.
    • SMTP Auth Password - The corresponding password used to authenticate with the SMTP server. This field is optional.
  • Google Analytics Site ID - The unique identifier used to track your site in Google Analytics.
  • Company Logo - The logo to use for the brand. Click on Choose File to upload an image.
  • Display logo on portal - Checking this box will display the company logo on the main portal page.

Permissions

Use this tab to edit the following permissions for your brand:

  • View Community - From the dropdown, select the role necessary for portal visitors to view, and reply to, various threads in the community.
  • Create Community Threads - From the dropdown, select the role necessary for portal visitors to start new threads in the community.
  • New feedback starts out moderated - Checking this box means that any new feedback left on a knowledge base article will first have to be reviewed and approved by a portal administrator before it is viewable by users. By default, this option is checked.
  • Allow users to change display name - Checking this box will allow users to change their display name. By default, this setting is enabled.
  • Allow users to change email address - Checking this box will allow users to change their email address on file. By default, this setting is enabled.
  • Allow users to change password - Checking this box will allow users to change their login password. By default, this setting is enabled.
  • Allow users to change profile information - Checking this box will allow users to change their profile information on file. Profile information includes phone numbers, address, time zone and preferred language. By default, this setting is enabled.
  • Allow users to upload custom avatars - Checking this will allow users to upload their own, custom avatars for display in the portal, such as in the Community.
  • Require approval for custom avatars - Checking this means that any custom avatar use will first need to be approved by portal administrators before they are displayed in the portal.

Portal Options

Use this tab to edit the following options for your brand’s portal:

  • Primary Color - This is the color for the main menu buttons on the portal (Home, Knowledge Base, News, etc.) and the titles of the news items on the News page. The default is #055E8A.
  • Secondary Color - This is the title color of the Recent News items listed on the home page of the portal. Generally, this color will be applied to the text within the dark grey sections of the portal. The default is #222222.
  • Link Color - This is the color for any hyperlinks on the portal, including those used to view knowledge base articles, links to view tickets and threads and any links within the KB articles or Community threads. The default is #0088CC.
  • Custom CSS - SmarterTrack allows administrators to stylize their brand portals and/or the management interface with fully customizable CSS. Note: To modify SmarterTrack's styles, it is strongly recommended that you have a good understanding of cascading stylesheets and how to modify them. To modify a style, you should first use a Web browser like Chrome to inspect the element that you want to modify. (Using FireFox's Firebug plug-in will work as well). By inspecting the element you will see the class used and any styles associated with the class. You can then create a version of that style yourself and then paste it in the box to override the default. Realize this will happen wherever that style is used, so changing one style can affect both the portal and the management interface. To revert back to the default style, simply remove your custom style from here and save your changes.
  • Display live chat in portal - Checking this box will display a link to initiate a live chat on the portal. By default, this setting is enabled.
  • Display social network links - Checking this box will display social network links in the portal that will allow knowledge base articles and news items to be shared. By default, this setting is enabled.
  • Display option to send ticket list by email in portal - Checking this box will allow users to request a list of their tickets be sent to them via email. By default, this option is enabled.
  • Enable login form - Checking this box will allow users to login from the portal. By default, this setting is enabled. Note: If this setting is disabled, agents and administrators can only log in through the /login.aspx site.
  • Enable new user registration - Checking this box will allow visitors to register for an account from the portal. By default, this setting is enabled.
  • Enable Gravatar support for automatic avatars - Gravatar is a service that allows users to maintain a consistent online presence across multiple different properties. It's a simple and efficient way to use the same avatar on multiple websites. Checking this box allows users to use their Gravatar images versus uploading a custom image.

Custom Links

In order to create a sense of community with end users, companies may want to expand their Web portals and use them as hubs for disseminating news and information. One way to do this is to add custom links on their portal to other websites and resources. For example, link to a blog, to a community forum, to a management interface and more. When adding custom links, administrators define the custom link title that is placed on the Portal and that links to a specific URL. Custom Links are different than external feeds in that External Feeds will actually extract snippets from the feed listed and display that text as a section on home page of the portal, whereas Custom Links create new text that is displayed under the main portal buttons and that links directly to the link URL provided.

To create a new custom link, click Add in the in the content pane toolbar. A modal window will display the following options:

  • Brand - Use this dropdown to specify the brand for which the link will display.
  • Title - The link name displayed in the portal.
  • Link URL - The URL to the linked website.
  • Link Target - To specify how the linked site will open, select the appropriate option from the list.
  • Role Required - To specify which users have access to the link, select the appropriate role from the list. For more information, see Roles.

Business Hours

Use this tab to specify the days and times the organization operates and when staffing is available. To edit or remove a day, select the desired day and click Edit in the content pane toolbar. To remove a day from your business hours, delete the start and end times and save your changes. This will deselect that day and remove it from the brand's available business hours. That day will then be displayed as Closed.

Note: Business hours follow the default time zone that is set for the installation. For more information on the default time zone, see Language and Locale.

Holidays

Use this tab to specify company holidays. To add a holiday, click Add in the content pane toolbar. Note: Live chat will automatically be disabled (offline) on holidays.

Custom Messages

Use this tab to create custom messages to be displayed on the portal.

  • Department Selection Message for Live Chats - The text that displays in the live chat submission form instructing customers to select the department they want to interact with.
  • Department Selection Message for Tickets - The text that displays in the portal that instructs the user to select a department when submitting a new ticket. Administrators can add any custom text as well, specifying any ticket requirements, etc.
  • Main Portal Announcement - The text that displays on the portal home page. Some companies may choose to write a welcome message or a description of the types of services customers might find on the self-service portal. Others may want to add graphics, banner ads or more to completely brand and customize how the portal looks for visitors. The Main Portal Announcement offers a complete WYSIWYG editor that allows all manner of customization. Regardless of what's added, the announcement will appear at the very top of the main content area of the portal.
  • Additional Footer for Portal - The text that displays at the top of the portal footer above the SmarterTools copyright information.

Community Categories

SmarterTrack's Community is a centralized location brands can use to communicate with customers and end users, which is a key for any business. Categories are used to separate threads within the Community and can be things like key words, product names and more. Using the Add button in the content pane toolbar, add Categories that appear as options for any new Community threads. Community Categories can be made visible to everyone or to a select role. For more information, see Roles.